Top IT Ticketing Systems (2025)

As digital operations scale and customer expectations rise, having the right IT ticketing system is essential. It’s not just about tracking service issues—it’s about empowering your support team, ensuring timely resolutions, maintaining your service level agreement, and ultimately improving customer satisfaction.

Whether you’re a startup, a growing mid-size business, or an enterprise, choosing the right ticketing software can transform how your desk team responds to issues, manages priorities, and supports stakeholders.

What Is an IT Ticketing System and Why It Matters

An IT ticketing system is a digital platform used to manage, organize, and track service requests, incidents, and problems within an organization. Tickets represent specific user issues or tasks, which are routed to the relevant team or personnel.

These systems serve as the backbone of efficient customer support by allowing teams to:

• Log issues across multiple channels (email, chat, web forms)
• Track issue history and resolutions
• Ensure SLA compliance with built-in timers and alerts
• Collaborate efficiently across departments
• Automate repetitive workflows

Types of IT Tickets

Understanding the types of tickets helps in choosing the right tool:

1. Incident tickets – unexpected disruptions (e.g., server downtime)
2. Service request tickets – routine tasks (e.g., access to a tool)
3. Problem tickets – recurring issues that require root cause analysis

In modern IT environments, managing these categories effectively is vital to ensuring operational efficiency and high levels of customer service.

Key Features to Look for in a Modern Ticketing Software

When evaluating options, look for features that go beyond basic issue tracking. Here’s what modern ticketing platforms should offer:

✅ Automation and Workflow Customization

Automate ticket assignment, escalation rules, and resolution tracking. This reduces manual overhead and ensures timely action.

✅ Omnichannel Support

Your customer support team needs to handle tickets from email, live chat, social media, or even voice calls—without losing context.

✅ SLA Tracking and Escalation Rules

Modern ticketing tools should integrate SLA timers, automated escalation, and alerts that ensure service goals are never missed.

✅ Integration with Internal Tools

A good desk software solution integrates with your communication stack, CRMs, and project management platforms.

✅ Real-Time Dashboards and Reporting

Your desk system should provide visibility into ticket status, team performance, and key KPIs.

Choosing the Right Ticketing Software for Your Business

Not every organization needs the most advanced or complex ticketing software—the best solution depends on your internal workflows, team size, technical expertise, and customer support expectations.

Here are a few factors to consider when making your decision:

🎯 Business Size & Technical Maturity

• Startups and small teams may benefit from tools like Zoho Desk or a low-code solution like Baserow, where ease of use and cost-effectiveness are critical.
• Mid-sized companies can scale with Freshservice or Zendesk, offering a balance of automation and manageability.
• Large enterprises may require the depth and customization provided by ServiceNow or BMC Helix.

🤝 Customer Support Needs

Your customer expectations play a huge role in selecting the right tool. If you’re handling hundreds of service tickets per day, you’ll need robust SLAs, multi-channel intake, and performance dashboards.

For teams aiming to improve customer satisfaction, look for tools that offer:

• Self-service portals
• SLA alerts and escalations
• Omnichannel communication
• Custom ticket views and filters

👥 Internal Workflows & Desk Team Dynamics

If your desk team has unique workflows (e.g., approvals, escalations, or cross-department collaboration), consider tools with high customizability. This is where low-code solutions like Baserow shine. You can build a ticketing system aligned with how your organization actually works—rather than adapting your team to fit rigid software structures.

Before rolling out an IT ticketing system, setting clear objectives can help you achieve buy-in with your team and stakeholders. While choosing the right ticketing system is the key, follow the below steps to implement your ticketing tool to ensure no inquiry goes unnoticed.

Why Consider Building a Custom IT Ticketing System?

While pre-built ticketing systems work well for many, there are situations where custom solutions offer distinct advantages.

✅ Flexibility

A custom solution can be molded to support your exact service request types, internal approval steps, categorization, and reporting.

✅ Cost Efficiency Over Time

While SaaS platforms charge per user or per ticket volume, a custom solution built with tools like Baserow offers more predictable long-term costs.

✅ Speed of Innovation

With a low-code builder, you’re not waiting for third-party product updates—you can iterate quickly and deploy new workflows as your business evolves.

Baserow: A Flexible Foundation for Custom Ticketing Systems

While many businesses use off-the-shelf tools, an increasing number are turning to low-code solutions like Baserow to build their own ticketing workflows. Baserow offers a visual, no-code interface that makes it easy for teams to create and manage custom IT ticketing systems—without the need for engineering support.

Teams can log service requests, assign issues to the right team member, track resolution time, and even integrate their ticketing workflow with third-party apps through APIs or automation platforms. Whether you’re a small business needing a lean support desk or an enterprise team requiring highly specific workflows, Baserow provides the control and adaptability that standard tools often lack.

Other IT Ticketing Systems to Consider in 2025

Let’s explore other IT ticketing systems, from enterprise-grade platforms to flexible, low-code alternatives like Baserow that let you build workflows your way.

• Jira Service Management

A popular choice among software development teams, Jira has evolved into a capable ticketing system. It offers robust automation, SLA management, and integration with developer tools like Bitbucket and Confluence.

🔍 Explore Best Jira Alternatives

While it excels in tech-heavy environments, it can be complex for non-technical users and smaller teams.

• Zendesk

Zendesk is a cloud-based ticketing solution designed for customer-facing teams. It supports omnichannel ticketing, self-service portals, SLA rules, and reporting features.

Its intuitive interface helps support teams handle high ticket volumes efficiently. If your priority is seamless customer service, Zendesk stands out as a reliable option.

• Freshservice

Freshservice is built for internal IT teams. It offers automation, asset management, incident and problem management, and strong SLA compliance features.

Its intuitive UI and native mobile app make it especially useful for organizations seeking a user-friendly yet powerful platform to handle service requests and escalations.

• ServiceNow

For large enterprises with complex needs, ServiceNow delivers an ITSM suite with deep customization, workflow automation, and AI capabilities.

It’s a powerhouse—but it comes with a steep learning curve and high cost. Ideal for organizations looking for scale, governance, and full-stack visibility.

• Zoho Desk

Zoho Desk balances affordability and functionality. It supports multi-department ticketing, automation, and AI-powered suggestions for resolutions.

Teams benefit from features like response time tracking, a built-in knowledge base, and customer sentiment analysis. It’s especially appealing for growing businesses focused on maintaining high customer satisfaction.

• BMC Helix ITSM

This solution brings AI into IT ticketing. BMC Helix includes intelligent incident routing, chatbots for resolution, and predictive service insights.

It’s suited for companies that want to take a data-driven, proactive approach to issue management, aligning closely with SLA and compliance goals.

• Custom Ticketing with Baserow + DronaHQ

If you need a more tailored solution, building a custom IT ticketing system using Baserow and DronaHQ can be a powerful option. Baserow’s intuitive, no-code platform allows businesses to:

• Design custom ticket forms
• Automate ticket assignment workflows
• Track status and SLA progress
• Integrate with external apps via APIs or native plugins

This low-code stack offers unmatched flexibility. It’s especially beneficial for teams with unique workflows or industries underserved by off-the-shelf tools.

📌 Create a Support System with Baserow + DronaHQ

Building with Baserow: Your Agile Ticketing Foundation

Baserow offers an easy-to-use, no-code database platform that empowers you to create, manage, and automate your internal ticketing system without writing a single line of code.

You can:

• Design a custom ticket form that includes priority levels, issue types, owners, and due dates.
• Automate workflows—assign new tickets to specific agents or teams based on rules.
• Track ticket resolution using Kanban views, filters, and deadline reminders.
• Collaborate across your desk team with comments, attachments, and status updates.

📌 Explore Baserow’s Integrations

Whether you’re building something simple or scalable, Baserow offers the infrastructure to keep your support team agile and customer-focused.

Final Thoughts: The Future of IT Ticketing Systems

The future of IT ticketing isn’t just about resolving issues—it’s about empowering teams to be proactive, not reactive.

We’re seeing growing demand for:

• AI-based routing and ticket classification
• Predictive analytics for issue trends
• Chatbot-driven resolutions
• Seamless integrations with business systems

But flexibility remains key. While traditional platforms dominate, modern businesses increasingly prefer solutions they can adapt and extend. That’s where platforms like Baserow offer a distinct edge.

Get Started with Your Ideal Ticketing System

Choosing the right IT ticketing system is an investment in your team’s efficiency, your customer relationships, and your brand’s reputation.

Whether you’re scaling support, managing SLAs, or streamlining service requests, the right tool makes all the difference.

If your team is exploring a custom, agile alternative that fits your unique workflow, Baserow is worth exploring. It’s fast, flexible, and built for teams who want to move quickly without technical overhead.

👉 Start building with Baserow – and create a ticketing experience that works the way your team does.

Try Baserow today